Bài báo khoa học

The research is conducted to examine the impact of perceived safety on the behaviour of customers using digital banking services at commercial banks in Vietnam. The study employs quantitative research methods through exploratory factor analysis (EFA) and linear structural modeling (SEM). Data includes 558 samples who are customers of commercial banks. The research results show that the relationship between perceived safety and service usage behaviour is demonstrated through the intermediate variable, the intention to use. At the same time, the study also shows the mediating role of factors of favourable conditions, expected efficiency and trust in the elationship between perceived safety and customer intention to use digital banking services. From there, the study proposes recommendations to promote customers' behaviour in using digital banking services at commercial banks in Vietnam.